Required Skills

Strong understanding of ITIL Incident, Problem, Change, and Service Management processes.

Experience in Major Incident and Escalation Management.

Knowledge of infrastructure services including Server, Network, Cloud, End User Computing, and Security operations.

Strong analytical and troubleshooting capabilities.

Excellent verbal and written communication skills.

Stakeholder and client management experience.

Dashboarding and reporting knowledge using Excel, Power BI, ServiceNow, or monitoring tools.

Ability to work under pressure and manage multiple critical incidents simultaneously. Qualifications

Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline.

ITIL Foundation Certification preferred.

ServiceNow exposure preferred.

Experience in Command Center, NOC, Service Desk, IT Operations, or Infrastructure Support environments.